Complaints Data

Prudential is a leading life and pension provider with over 7 million policyholders in the UK.

We are focused on building strong, long-term relationships with all our customers and the quality of service we provide, including the way in which we handle complaints, is very important to us. While we believe that our current complaint handling process is robust, we appreciate that improvements can be made. That is why we continually work hard to resolve all complaints in a fair and timely manner.

Detailed below are the number of complaints we received and completed from July and December 2014.

Firm Name: Prudential Assurance Company Ltd
Other firms included in this report: Prudential Annuities Ltd, Prudential Holborn Life Ltd, Prudential Retirement Income Ltd, Prudential Pensions Ltd, Prudential Lifetime Mortgages Ltd, Prudential Distribution Limited, Prudential Financial Planning Limited.
Period covered in this report: 1 July 2014 - 31 December 2014
Brands/trading names covered: Prudential UK

Number of complaints opened
Number of complaints closed
Complaints closed within 8 weeks (%)
Closed complaints upheld by firm (%)
Banking 2 2 100.0% 0.0%
Home Finance 57 53 86.8% 43.4%
General insurance and pure protection 269 291 94.2% 23.4%
Decumulation, life and pensions 6,209 6,410 96.3% 48.6%
Investments 1,049 1,031 95.5% 62.9%